Senior Manager, IT Service Delivery & Digital Workplace

About This Role

The Senior Manager, IT Service Delivery & Digital Workplace is responsible for the day-to-day delivery of IT support services to internal employees and business functions across India and the EMEA region. IT Field Engineers at EMEA sites report into this role, making it accountable for field engineering coverage, standards, and service quality across the region.
In addition to site service delivery, this role is the operational service owner for the digital workplace across the global KGS tenant, covering Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, Viva Engage, Microsoft Loop, Planner, Forms, Stream, and Bookings. Ownership means day-to-day service quality, user support, adoption, and migration delivery.

Key Responsibilities

Service Operations

Supervise daily IT support operations, including incident handling, service requests, and problem resolution across the supported sites in India and EMEA.
Monitor and track service desk performance metrics (ticket resolution time, backlog, first-contact resolution) to ensure adherence to SLAs.
Serve as an escalation point for operational issues and coordinate resolution with technical teams.
Provide day-to-day direction and support to service desk analysts, desktop support staff, and IT Field Engineers across the region.
Provide team leader support for collaboration and coordination of workflow, process, and guidance to other team members.
Implement process improvements and standard procedures to increase efficiency and consistency.
Collaborate with internal IT teams (infrastructure, applications, security) to support service delivery needs.
Maintain documentation, knowledge base articles, and standard operating procedures.
Contribute to regular reporting on service performance for internal stakeholders.

Digital Workplace Services (Global)

Own the day-to-day service quality of the digital workplace and collaboration services, including Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Teams, Viva Engage, Microsoft Loop, Planner, Forms, Stream, and Bookings.
Apply the Teams and SharePoint standards set by the governance and cyber security teams to provisioning, naming, lifecycle, external sharing, and guest access requests.
Execute license assignment and group membership changes for digital workplace services within approved access policies, escalating exceptions to the policy owner.
Lead migration and consolidation work, including file share and legacy platform migrations into SharePoint Online and OneDrive.
Drive adoption and change management through training, champion programs, and communications that raise usage and reduce support demand.
Monitor tenant health, service advisories, and roadmap changes; assess impact and communicate upcoming changes to the business.
Action information protection, retention, and eDiscovery requests as directed by the cyber security, compliance, and legal owners.

Service, Incident & Vendor Management

Use ITIL Service Request, Incident, Problem, and Change Management principles to complete and reduce tickets in the ITSM tool.
Prioritize incidents and service requests and ensure timely escalation to third-level support groups to enable resolution within SLA.
Lead major incident coordination during India and EMEA hours and hand off cleanly to the IT Service Delivery Regional Manager (Americas).
Engage in Problem Management by tracking and analyzing recurring problems and providing proactive communications on remediation steps.
Support vendor coordination for routine operational issues (e.g., hardware replacements, software support).
Partner with the IT Service Delivery Regional Manager (Americas) to keep standards, tooling, reporting, and escalation paths consistent across locations.

Regional Team Leadership (India & EMEA)
Lead the IT Field Engineering team across EMEA, with field engineers at regional sites reporting directly into this role.
Set goals and performance expectations for the regional team, hold regular one-on-ones, and build skills development and succession plans.
Own the EMEA coverage model, including staffing levels, shift and holiday scheduling, on-call rotations, and after-hours support for critical operations.
Standardize field engineering practice across EMEA sites so device builds, comms-room standards, onboarding, and escalation paths are consistent from site to site.
Manage regional managed service provider and contractor performance against contracted service levels, driving remediation where targets are missed.
Contribute to regional IT budget planning for support staffing, end-user hardware, and site services, tracking spend against plan.
Site Support (Assigned Site)

Support the site with best-in-class service, delivering a reliable end-to-end IT experience for employees, site leadership, and visiting executives; as needed, support both Site leadership and IT Site leadership.
Build trusted relationships with the Site Leader and functional managers, translating business priorities into IT plans and project commitments.
Represent site and user needs to the Site Leader, IT Business Relationship Managers, and global IT leadership.
Support the Site Leader on IT readiness for audits, business continuity exercises, and site-level projects such as moves, expansions, and manufacturing changes.
Track digital workplace licensing consumption, flagging right-sizing and consolidation opportunities to the platform and finance owners.

Basic Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Minimum of 8 years' experience in IT support or service operations.
Hands-on administration experience with Microsoft 365 digital workplace and collaboration workloads: Exchange Online, SharePoint Online, OneDrive, and Teams.
Working knowledge of ITIL practices, with hands-on Incident, Problem, and Change Management experience in an ITSM tool.
Experience leading or supervising technical staff across multiple sites, countries, and time zones.
Able to work onsite at the assigned KGS site in India.
Ability to travel up to 25%.
Flexible schedule to accommodate overlap with the Americas and Europe and occasional on-call needs.

Preferred Qualifications

• ITIL 4 Foundation certification; ITIL 4 Managing Professional or Strategic Leader modules highly desirable.
• Microsoft certifications such as Microsoft 365 Certified: Enterprise Administrator Expert or Teams Administrator Associate.
• Deep knowledge of ITSM tools (e.g., Freshservice, ServiceNow, Jira Service Management, Ivanti).
• Solid understanding of enterprise IT environments (hybrid cloud, on-premises infrastructure, Microsoft 365 and Entra ID, endpoint management).

• Experience delivering SharePoint Online migrations and file share consolidation at enterprise scale.
• Experience deploying and supporting the wider Microsoft productivity stack (Viva Engage, Loop, Planner, Project, Visio, Forms, Bookings, Stream).
• Working knowledge of desktop support and endpoint management (Intune, SCCM).
• Experience supporting a manufacturing or distribution site, including IT/OT coordination.

Key Competencies

• Excellent communication and stakeholder management skills, able to translate technical issues into business impact.
• Strong customer service orientation, displaying professional standards.
• Keen attention to detail in delivering quality service.
• Analytical mindset, using data to drive decisions and improvements.
• Able to work autonomously and follow direction as provided.
• Highly self-motivated; actively seeks development opportunities.

• Able to manage conflicting priorities and maintain calm under pressure during incidents.
• Coaches and develops others, building capability within the team.
• Works effectively with vendors and managed service providers.
• Collaborates as an equal partner with peers in other locations, sharing standards across time zones.
• Ability to lead projects and/or support roles.
• Challenges the status quo and drives improvement.

Strong organizational and task management skills in a fast-paced support environment.